telus staff told me to go to the apple store to get my phone fixed.

[Sylvia_Plathtic]

now telus won't let me exchange it

The refurbished apple 5 i got from the web store started showing a black screen after only one week. I went to the telus store at Pacific Centre and was told to take it upstairs to apple. they gave me a new phone and told me this refurbished phone is not eligible for apple care. Now telus won't let me get another phone which i want because apple care is crucial to me.I talked to a woman on the phone last night and she acted like a robot. she said it was MY fault. That i should have taken it to telus (i tried) and then i would wait 6-8 business days. 

This is unacceptable.

[ET · Accepted solution]

Hi, warranty, repairs, or any sort of after sale customer service on apple devices is dealt with directly by Apple. Upon buying a new Apple device you have 30 days to get the Apple care therefore it's normal that you can't get it on a refurbished device. You will most likely have to pay to get the device repaired at the Apple store.

[Sylvia_Plathtic]

it was a refurbished phone.

DO NOT BUY REFURBISHED PHONES FROM TELUS

[dobes]

Reading through these comments, and given my own experience, I think customer service at Telus needs a complete overhaul if they are to keep customers or attract new ones. If Telus SENT you to Apple in the first place instead of accepting the phone for repairs, they should absolutely help you out now. The way they are handling it, they have no incentive to be sure that the iPhones they sell or refurbish are in decent condition, since they will only shift the responsibility for a bad phone first to Apple and then to you. 

Their answer to many customer concerns seems to be "no".  One member of my family has already switched to Rogers because of Telus's poor customer service, and I am looking to switch my wireless service soon. Rogers costs more, and their product is comparable to Telus's, but so far, the customer service has been polite and helpful, pointing out ways to reduce our bill and answering all our questions. When you deal with a company over time, that counts for a lot, and I wish Telus would understand that. 

[Sylvia_Plathtic]

Thanks Telus for NOT making this clear. You make a big deal about how great your refurbished phones are but its a scam!

Thankfully I spoke with management at Telus and worked out  a deal with them. It's not as good as applecare but I feel its the best they can do. I had to really work though to get a manager to speak to me.

The fact that this Telus 'robot' kept saying it was my fault for not taking the phone to Telus really gets my goat. Especially after Telus representatives told me otherwise